The Supervisor, Service Delivery is responsible for the execution of the Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. This includes responsibility in the following areas: Service Delivery Excellence & Customer Satisfaction, Personnel Development and Management, Service Delivery "Operational Excellence" via Continuous Improvement approach.

• Drive consistent execution that meets Service Delivery requirements and expectations

• Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps

• Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team

• Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions

• Key customer contact for Service Delivery (Operational) needs

• Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership:

• Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards and Personal Development Plan

• Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives

• Ensure service delivery team has resources required to execute day-to-day operations

• Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks

• Maintaining and utilizing Account Specific Onboarding for new team members

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

• Experience executing businesses through Standard Practices and Operational Excellence methodologies

• Proficiency in Microsoft Office Suite of programs

• Strong problem-solving and conflict resolution skills

• Ability to adapt and lead in a fast-paced environment

• Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner

• Ability to develop strong working relationships, both internally and externally

• High level of integrity where personal and professional values are aligned with the company's mission, vision and leadership framework

• Ability to work collaboratively within the business setting

• Values a diverse and inclusive work environment